Search & Filter By
Show Me:
by Jeff Toister It’s not every day you solve a $50,000 problem. That’s what the customer service manager had just done. It was a billing issue that fooled the company’s CRM system into thinking a
Customers don’t care who owns what part of their business, but organizations often do. This conflict leads to customer frustration and decreased loyalty. Think about it. Your org chart most likely is split into what the
Software-as-a-Service, commonly referred to as SaaS, continues to grow in both size and scale. We use SaaS products for everything from payroll management to paying our taxes to publishing our newsletters to writing our books. SaaS
Ask any group of customers what they liked about any recent customer experience, and they typically mention the same thing. Although they aren’t things… It’s always about the people. Rachel McCarthy, Vice President of In-Flight
by Jon Drachenberg What are your company’s core values? It seems like a simple question. And though most of us have a solid vision of what kind of experience we want to deliver, many of
by Robi Ganguly I recently had the opportunity to attend San Diego’s Next Generation Customer Experience conference and present a session on the role of mobile in closing the gap in customer experience. The conference
In many ways, publicity and marketing set the stage for your customers, and it can lead to moments of delight or huge disappointment. Better marketing isn’t the lifeline. Recently, I was contacted by a marketing agency
What’s your customer experience mission? I have introduced the idea of customer experience to many people. I’m excited that it’s finally catching on! But it seems most business leaders have only a basic understanding of the phrase. When we get right down to
I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on
The Retail Trends Report from Retail Customer Experience is full of valuable insights on both consumers and retailers and how they’re feeling about the way we are shopping today. The retailers discussed technology and mobile, and concern about
